Hotel or Botel?



Artificial Intelligence: Hotel to Botel?

Deloitte estimated the size of the global travel and tourism industry at around $1.6 trillion in 2017, accounting for 10.4% of the world’s gross domestic product. A study by Nielsen showed that millennials are more likely to travel than other generations. They also have a desire to customize their travels which is where AI comes in.
Artificial Intelligence is used in numerous industries ranging from agriculture to healthcare. Equally exciting, AI has an increasingly important role in the Hospitality industry. Can you imagine having an intelligent robot at your disposal, 24/7, when traveling?
AI in hospitality is becoming more appealing to hotel owners and investors for financial reasons. Not only is it cheaper in the long run, but it gives customers a personalized and exciting experience. An intelligent robot would also provide higher quality service as it removes the human error and adapts to the customer. 

Connie, the world’s first Watson-enabled hotel concierge by Hilton and IBM is a good illustration. It can serve and understand customer needs by sensing their emotion. Even more impressive, Connie is able to learn from human speech! In other words, the more customers interact with it, the better it will get. 
Connie is indeed a fantastic bot. Another successful application of AI are chatbots, which can be used both inside a hotel and as a travel agent and most of all, are available 24/7. Platforms such as Hipmunk offer services that help users plan a trip with personalized itineraries. With proper programming, chatbots can enhance the travel experience, starting from automatic reminders before arrival to suggesting nearby entertainment venues and transportation facilities at the destination.
While AI is great for customer service, it can also benefit the management. According to a report, 38% of people will stop engaging with a website if the content or layout is unattractive, Artificial intelligence can actively learn from each interaction on the website and can help understand how the customer experience should be designed. Dorchester Collection Hotel chain has made use of the Metis AI platform which helped them sort through data, analyze and draw conclusions about overall performance.

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